Howden · 10 hours ago
Capability and Enablement Lead
Home - USA
Full-time
Onsite
Senior LevelHowden is a global insurance group that emphasizes employee ownership and collaboration. They are seeking a Head of Change and Continuous Improvement to lead a high-performing function in the US Retail sector, focusing on transformation and operational excellence across Operations and Client Servicing.
Business DevelopmentInsuranceLocal Business
Responsibilities
Lead the strategic roadmap for service enabling capabilities
Ensure alignment of investment with strategic ambition and business outcomes
Build and scale Centers of Excellence to embed capability uplift
Ensure shared service capabilities are modular, reusable, and aligned with long-term strategy
Operationalize an US-Retail focused change enablement function, including:
A change management framework grounded in behavioral science and best practice
Playbooks, methodologies, and self-service toolkits for functional leaders and delivery teams
Collaborate with a network of change champions and embedded practitioners across business units
Lead US Retail-wide initiatives that build capability and confidence in navigating modernization
Align delivery across project, product and operational teams in an efficient and effective manner
Align business architecture with broader governance frameworks
Establish and chair CS change governance forums
Integrate risk and issue management into every stage of the transformation lifecycle
Define change and risk performance requirements and partner with teams to enable dashboard and reporting
Lead the design, documentation, and optimization of SOPs
Drive a culture of excellence through robust QA frameworks, continuous feedback loops, and proactive identification of improvement opportunities
Champion client experience design, monitoring and improving NPS, retention, and client profitability
Ensure team structures and alignments optimize delivery of continuous improvement initiatives
Design and implement training programs that strengthen capabilities across client delivery and operations
Build learning pathways that reinforce consistent application of SOPs and process standards
Partner with business leaders to embed operational excellence into onboarding and ongoing training
Maintain knowledge-sharing tools to capture and disseminate best practices
Promote a culture of continuous learning focused on process discipline and client-first behaviors
Operate as a key adviser and thought partner to CS and enterprise leaders
Create high-trust, collaborative relationships with senior stakeholders
Build confidence and clarity through transparent updates, shared metrics, and accessible storytelling
Qualification
Required
Deep expertise in change management, organizational enablement and continuous improvement
Organizational design experience that translated into delivery and benefit realization for firm(s)
Strategic systems thinker with operational discipline and commercial insight
Proven ability to create governance models that balance agility with risk and control
Strong analytical acumen
Highly collaborative, culturally fluent, and emotionally intelligent leader
Able to influence at C-suite level
Able to develop business case and demonstrate organizational benefit
Benefits
Personal development
Volunteering
Fundraising for charity
Creating new insurance products that address society’s greatest challenges
Flexible hours
Hybrid working
Company
Howden
We’re Howden, the people first insurance group with employee ownership at its heart.
Founded in 1994
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Amit Agarwal
Chief Executive Officer
Recent News
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